Chargebacks

1. 11. Open the email telling you about the chargeback, or click Chargebacks in the side menu.
2. 22. Find the order under Open and look at the Bank's reason and the Evidence before date.
3. 33. When OnBio sends the evidence, the status changes to Evidence sent.

OnBio prepares the evidence as soon as the bank's notice arrives. It sends the date and IP of the purchase, the acceptance of the terms of sale and, if there was one, the waiver of the withdrawal right. It adds the buyer's visits to the area, their downloads, their lesson progress, their attendance at sessions and the order's invoice.

The bank decides and we let you know by email. If the chargeback is won, the amount returns to your balance. If it is lost, the bank already returned the money to the buyer and you see the order as refunded. If the bank closes the inquiry without opening a chargeback, you see Inquiry closed and the order keeps its money.

OnBio holds the amount and the buyer cannot ask for a refund of that order. If the sale had an affiliate, OnBio holds their commission too. If the product is withdrawn, that order waits for the bank to decide.

Many chargebacks come from buyers who do not recognise the charge. Check that your statement name is recognisable and answer quickly in Support. Many chargebacks can lead to a reserve on your balance or a sales block. Respond to a chargeback explains it.

You know what happens with a chargeback. In the last chapter you go over your buyer's protections.